[Resolved]  IFB Washing Machine — Urgent!!!

M/s. IFB Industries Ltd.
Chennai.

Dear Sir,
I am using two IFB washing machines and one IFB Dryer since more than fifteen years. Over the period of time that me and my brother have purchased the machines and changed them four years back, we are always under AMC with the company.
This year when our AMC was due in March 2009, we were astonished that the AMC charges had been revised from Rs. 1396/- to Rs. 1978/- i.e. a 50% increase. This fact was brought to the notice of Mr. Murugan of M/s. Classic Enterprises Perambur who couldn't explain any reason. Since no information was given from your company, we had no option but to renew the contract under duress.
Unfortunately, a sound developed in the machine on 15th April 2009 and we called on the customer care number on the 16th April and complained under complaint no. 2932617. On the 17th of April promptly the service executive came, checked and informed us that he would be here on the 18th of April to change one part which will rectify the machine.
Until 20th of April there was no sign of the serviceman and we had to again make a complaint. We were promised that he will definitely come on the 21st and the reason for delay was that "we have a lot of complaints to attend to and the part that has to be replaced is not in stock!!" Stunning!!!
Anyway, on the 21st of April two people by the names of Marimuthu and Mariah came and changed the part. Both the boys insisted that we have to descale the unit and refused to leave until they had not carried out the job. One of the boys Mariah (with a woman's name) was so discourteous that even after telling him not to speak so, he challenged to complain to the Company!!! His words were "Do whatever you want, I am not bothered." On asking him to give a copy of the challan which will provide us proof of the date of his visit and change of part he refused to give any sheet although he made us sign three sheets!
Were we getting the work done free? Was the machine not in AMC? Why is descaling required when our water is soft? How often does it have to be done? What is the cost of one time descaling? And many many more queries which your men refused to talk and explain but demanded that we carry out our job or else the machine will fail!! How confident about the FAILURE!!!
The whole episode was so disgusting and frustrating that given an opportunity, I would have thrown the IFB machine from the terrace and refuse to deal with any product of IFB.
Is there no method of dealing with such unmannered and abusive people at a higher managerial level so that this event does not take place again? We would be more interested in speaking to decent people and interact with refined men than a pair of hooligans. Awaiting a prompt reply soon.

Ashok Nichani.